RetailISCO 4222
Customer contact centre information clerk
Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company's or oganisation's services, products and policies.
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Rate 5 of the 14 essential skills of this occupation (European ESCO data). No account needed.
guarantee customer satisfaction
use databases
answer incoming calls
perform customer management
collect customer data
European Skills Framework
Skills and knowledge areas required for this occupation based on European classification.
Essential (14)
customer insightcustomer insightThe marketing concept referring to the deep understanding of the customer's motivations, behaviours, beliefs, preferences, and values that help understand the reasons why the way they do. This informa...characteristics of productscharacteristics of productsThe tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.customer servicecustomer serviceProcesses and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.characteristics of servicescharacteristics of servicesThe characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.guarantee customer satisfactionguarantee customer satisfactionHandle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.communicate with customerscommunicate with customersRespond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.use databasesuse databasesUse software tools for managing and organising data in a structured environment which consists of attributes, tables and relationships in order to query and modify the stored data.answer incoming callsanswer incoming callsRespond to customers' inquiries and provide customers with appropriate information.keep records of customer interactionkeep records of customer interactionRecording details of inquiries, comments and complaints received from customers, as well as actions to be taken.perform customer managementperform customer managementIdentify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.collect customer datacollect customer dataCollect customer data such as contact information, credit card or billing information; gather information to track down purchase history.provide customer follow-upprovide customer follow-upProvide customers with cordial, prompt communication to accept orders, notify them in the event of shipment issues, and provide quick resolutions.establish customer rapportestablish customer rapportGain customer interest and trust; establish relationships with wide varieties of people; communicate in a likeable and persuasive style; understand and respond to the individual desires and needs of c...communicate by telephonecommunicate by telephoneLiaise via telephone by making and answering calls in a timely, professional and polite manner.
Optional (17) — show
knowledge baseknowledge baseAn online library that contains information about a product or service to help customers finding answers to their queries.customer relationship managementcustomer relationship managementThe customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales supp...call-centre technologiescall-centre technologiesThe wide range of telecommunications hardware and software such as automated phone systems and communication devices.discern written communicationdiscern written communicationStrive to understand and give sense to written communication either live, emails, and texts. Confirm with the recipient whether the assumption made based on the communication are valid and reflect the...handle helpdesk problemshandle helpdesk problemsInvestigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.follow up orders for customersfollow up orders for customersFollow-up/tracking of an order and notifying the customer when the goods have arrived.analyse call performance trendsanalyse call performance trendsAnalyse call quality and performance trends. Provide recommendations for future improvement.provide customers with order informationprovide customers with order informationProvide order information to customers by telephone or e-mail; clearly communicate about price ratings, shipping dates and possible delays.contact customerscontact customersContact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.measure customer feedbackmeasure customer feedbackEvaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.prepare correspondence for customersprepare correspondence for customersDraught, prepare and issue correspondence to customers informing about pending bills, merchandising communication, apology letters, or greeting mails.improve customer interactionimprove customer interactionPermanently refine and improve the quality of customer interaction and customer satisfaction; make continuous efforts to improve business standards.process paymentsprocess paymentsAccept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attent...carry out active sellingcarry out active sellingDeliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their ...provide customers with price informationprovide customers with price informationProvide customers with accurate and up-to-date information about charges and price rates.notify customers on special offersnotify customers on special offersNotify customers on new promotional actions and special offers.draft corporate emailsdraft corporate emailsPrepare, compile, and write mails with the adequate information and an appropriate language to make internal or external communications.
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Frequently asked questions
What does a customer contact centre information clerk do?
Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company's or oganisation's services, products and policies.
What skills does a customer contact centre information clerk need?
A customer contact centre information clerk needs 14 essential skills, including customer insight, characteristics of products, customer service, characteristics of services, guarantee customer satisfaction.
Will AI replace customer contact centre information clerk jobs?
The AI disruption score for customer contact centre information clerk is 68/100 (high risk). Skills most exposed to automation: provide customers with price information, draft corporate emails, collect customer data. Most resilient: establish customer rapport, characteristics of services, guarantee customer satisfaction.
AI Replacement Risk
68/ 100
High Risk
Low riskHigh risk
Skills most at risk from AI
Skills resilient to automation
This is the average for the whole occupation. The AI Career Shield test (about 10 minutes) shows the risk in your own work and what you can do about it.
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